18 de May de 2018 in Blog, Career, Help Desk, How to, knowledge, Software, Support
The era of technology has brought great strides and changes in all sectors of the economy, especially in retail. The online sales format is considered by some to be the big retail villain without noticing that consumer behavior itself has changed with technology and new ways of ensuring customer satisfaction have become important in the face of such a change.
With this, good customer service has become the great asset to ensure that full consumer satisfaction occurs, since changes are always constant and adaptation is necessary. The so-called “offline retail” is just as important as “online selling,” since proximity to the consumer can be considered important in order to achieve sales success.
Want to know more tips on how to improve retail sales through customer service? Check out our post!
Tips on how to improve retail sales through service
Even experiencing big changes in the environment of retail, some tips can be critical for business success in customer service.
Create a harmony of service between online and offline.
The harmony among the forms of customer service are essential to ensure engagement with the brand, product or service sold to the consumer. Knowing how to receive the customer and transform the service into a success case for the business is already a challenge in face-to-face, and on-line it gains new difficulties.
With a harmony between the service channels, presenting the same type of language and the same way of constructing the dialogues, one can then achieve the identity of the communication, which can be considered as a characteristic of the company.
Invest on online customer service.
As we all know, the era of technology has come to stay, not as a revolution but as an evolution of how we communicate and interact with our devices. With this, online service is a great way to gain customer trust and ensure success in service.
Customize the service.
This tip is one of the most important, both for online and offline retail: customize the service. Today customers have several shopping options and ways to contact companies. Serving this customer well is essential to ensuring success and showing that the company cares directly about him.
The customization is since the first contact, treating the customer not only as one but as the most important factor in the entire sales equation. It is showing that there is a brand commitment to the consumer, not just listening but understanding their needs.
Invest in connectivity through mobile devices.
Connectivity can bring much more dynamism and interaction between service channels, since online is close to offline retail. As a result, investing on mobile devices, in a way that helps the attendants during their sales day, is important to the company.
Using technology as an ally in customer service is an important step. It has a well-trained team that can easily adapt to the environment of constant changes that technology imposes.
Social Networks in Service.
Social networking is a great way to communicate with everyone who wants to stay in touch, even with businesses. This new form of communication can bring several challenges to the business, since the consumer happens to be an important and central piece in social media.
The relationship with consumers through this new service channel can make a difference to the success of sales, also with retail acting in this new field.
Integrate customer service + marketing + sales.
In this tip, shows the important concept of integration between the company’s sectors. All are important and have their place within a company and with their integration the work becomes much more complete, making the different teams work as if they were one, for the same purpose.
The multichannel integration is the term that gives to this new concept, with the areas being combined so that there are different channels of communication with the customer, always seeking to achieve their satisfaction. In addition, it is a good way to manage the channels of care, once combined facilitates the management and monitoring on the part of the company.
The retail sector has evolved as well as all channels of customer service, that being integrated and combined to achieve customer satisfaction and the engagement on the part of the company. With this evolution, we can perceive the use of technology as an ally in all sectors and the steps of the journey of sale must bring the consumer more closely and helps understand their needs.
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07 de May de 2018 in Career, Help Desk, How to, Satisfaction, Software, Support
You already know how important is to preserve the satisfaction of a customer, and this satisfaction without any doubt goes through the service. When a customer buys something on your shop – whether on a virtual store or a physical store they expect that all the problems they face after the purchase are resolved quickly and efficiently. To ensure that this expectation will be answered, you need an excellent help desk.
The Expectation of a customer
It is illusion to believe that customers go to your retail just because they have the best prices or products.
Currently, most brands are present in many retail stores, to increase themselves. Therefore, the same product that a customer finds in your store, he also finds in the concurrent.
Besides that, with the high competition in the market, prices and payment terms are totally changeable. Right now, it may be that one of your competitors do some “super promotion”, offering discounts to overcome your store.
If these are not the weighing factors in the customer’s decision, then what is it? The answer is, in large part, on customer service.
How many times have you heard someone say (or do you even said) that would never return to a store, after having a negative experience of customer service?
When a customer buys a product, he already has some expectation of problems. It may be that the item is damaged with missing parts, that it is not exactly like the advertisement, or simply that it does not fully meet your needs. All this is already, to some extent, expected. So the customer wants to do business with a retailer that offers a good resolution to all of these problems.
In short, what really bothers the customer is not the problem itself, but the store’s apparent inability to solve the problem.
That’s where the help desk comes in.
Good and bad help desk in retail
The good help desk is one that is focused on the customer. In practice, this translates into a search for agility and efficiency. This is the minimum expected, although, in fact, the consumer is much more demanding than that. He wants personalized service and, above all, humanized.
Meanwhile, the bad help desk is one who:
applies phrases made of customer appreciation, without converting them into actions;
prioritizes procedures, not results;
“Pushes” the problem to other areas, rather than actively seeking the resolution of requests received;
treats all customers as if they were the same person, without taking into account the particularities of each case.
In the retail sector, the concern with the speed increases. The majority of care in this type of company involve a situation in which the customer has already bought and paid for a product, but for some problem, is unable to take advantage of it. It is natural that he feels prejudiced; and, the more your company takes to close the case, but this negative feeling is strengthened.
Help desk for offline vs. online retail
At this point, you may be wondering if there are differences between the help desk in the case of an offline retail (physical stores) and an online retail (e-commerce). The answer is yes, and these differences start from the customer relationship model in each of them.
In the physical store, there is greater customer trust with the company, thanks to the simple fact that the contact is direct. The customer enters his building, he sees the product before buying, he talks to the seller. At the very least, he knows the store actually exists. So when he looks for the help desk, it’s with some assurance that the problem will have to be solved. This, of course, greatly facilitates the service to this client, who is more open.
Meanwhile, in the case of an e-commerce, the entire relationship that the customer built with the store went through the internet. There was no right contact. If your store is not part of a large retail group, and it is the first time the customer is shopping with you, he will probably have “a foot behind”. When facing a problem, this event will only strengthen its defensive position. Therefore, when looking for the help desk, this will be a more complex customer service.
In this sense, an online retail help desk needs to develop even better quality care than its offline competitor. This is how you can ensure that even when facing some difficulty in the shopping experience, the customer will not lose confidence in your store.
Ensuring a high standard help desk
If you’ve already convinced yourself of the importance of the help desk for retail, you’re probably wondering how you can develop this activity with quality.
There are many ways to ensure a high-standard help desk.
It can be said that everything starts by developing in the company a culture of customer appreciation, without which it is impossible to have a service that meets the expectations of the modern consumer. It is also worth emphasizing the role of the team’s formation, from the elaboration of a rigorous selection process to the establishment of professional training and retraining policies.
However, one of the most important elements may be the use of good tools to help the day-to-day care. An example of a tool is the SSC, that is, Shared Services Center. This tool allows centralizing information that is necessary for service, ensuring greater agility and efficiency. In addition, it also allows for organizing and monitoring care through reports to identify opportunities for improvement.
Milldesk, for example, has a solution in SSC that you can apply to your retailer to obtain superior results in help desk. The system is entirely web, turning the implementation much easier. And it can still be configured to adapt to the specific needs of your business, whether it is a physical store or e-commerce.
In this post, we explore the importance of the help desk for offline and online retail, we talk about good and bad practices, and we present a tool that you need to adopt in your company: SSC.
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16 de May de 2017 in Blog, Career, knowledge, Satisfaction, Software
Service Desk is an increasingly valued service for organizations and serves to centralize a company’s needs in one place by logging in and out of support and maintenance requests to gain greater control over what has been done.
Unlike the Help Desk, that is to say, it solves more frequent problems, the Service Desk is used for operational damages classified as “level 2”.
Usually these incidents are more complex, such as sudden stops on servers and problems in email managers, for example, that require processes to increase the quality of service delivery.
And nothing like having a well-structured Service Desk, right? Everyone wins: the company, the customers and the technicians themselves!
But what do you need to set up a Service Desk that, in fact, fulfills your goal and delivers results?
Let’s look at some simple tips when designing your Service Desk:
Bet on the happiness of the user: put it in evidence!
The truth is only one: companies that place their users at the center of their operations tend to be in evidence, considering; Disney, Uber, Netflix, Nubank who like to engage the customer in a captivating customer service experience, and that brings positive results to these companies.
Even if your company is not a giant like the ones mentioned above, this is not to prevent your support from involving your users from making the experience of contacting your Service Desk a pleasure.
How to do this?
At first, a simple but powerful tip is to think about defining practical actions for each step, for example: when the user opens a call, the person responsible for sorting or automation will send an e-mail informing the service deadline and status in that the tickets are.
If you’re not Omnichannel, it’s time to be: Offer more than one communication channel to your users.
Do not make life difficult for the user, be accessible and it is necessary to keep up with the trends in the lives of your consumers. Therefore, in addition to the telephone, email, website, among others, offer service through social networks and WhatsApp.
Stay tuned: the word of order in these channels is agility, consumers expect a quick response, which is a great desire in the market.
Use and abuse of technology, it is important to provide a more modern experience for users, good software support can be a great ally of your company in the pursuit of customer satisfaction.
In addition to having a myriad of resources, from knowledge base, service catalog creation, to ticket history, a Help Desk / Service Desk system helps to further enhance the management of your organization’s service and is perfectly suited to the needs of your company.
Establish the metrics, indicators of your Service Desk.
What is measured can be improved and managed, both for technology and also for business, and a good way to measure the performance of your Service Desk is by establishing some Key Performance Indicator (KPIs).
They are nothing more than performance indicators and serve to measure whether an action or set of initiatives are bringing the results sought by a company or business area.
Identify your key performance indicators and start to follow them.
If you already use the metrics indicated in the mentioned text, great, it is time to think about secondary KPIs such as: individual performance of each technician, number of repeated calls, percentage of incidents solved remotely, etc., all that is useful to achieve the objectives of the company and can be measured is always welcome.
Have a good knowledge base.
The knowledge base is one of the best allies of the IT team, because it allows the user to solve a problem alone.
And save your team from opening that unnecessary ticket.
With a robust knowledge base, your team is free to solve more difficult incidents.
In addition, having a knowledge base will help you establish a response pattern for tickets, assist in increasing the solution on the first level, reduce problem resolution time, and enable 24-hour service.
You still democratize the knowledge and avoid that there are the customers’ “darlings”, since all are able to consult the information and offer it to the client.
It still gains agility, as it allows the incidents to be solved in an agile way only by the information made available in an easy way. With a knowledge base, you can leverage the number of calls from your Service Desk.
So, give the user the chance to solve his problem on his own, and only contact support if it’s really needed.
Communicate with your user, leaving him frustrated is not an option
Extremely important, after all, this helps the user to know that you are working on his problem.
When you forget to do this, it increases the chances of leaving the user frustrated and most likely “on your feet” constantly until the problem is resolved.
Therefore, give quick and clear feedback to the customer by informing them about the progress of the activity, especially if any delays occur.
A good Service Desk system allows its users to keep up with the progress of tickets, Milldesk has a friendly, simple and intuitive web panel for opening and tracking, allowing calls to be evaluated.
We hope you enjoyed the tips of this article, and better yet, that you can apply them today in your Service Desk!
03 de March de 2017 in Blog, Help Desk, How to, Productivity, Software
It has been a long time since customer service has ceased to be a secondary area, aimed only at satisfying doubts or “putting out fires” in the relationship between client and company.
Advances in consumer legislation, globalization, high competition and technological advancement have brought with it not only an awareness of customer power but also a range of tools that increasingly facilitate contact between consumers and businesses.
Given this scenario, the support agent has become a key player in the companies, after all, who speaks directly to customers / users is you and depending on your performance, can reverse a situation of an unsatisfied customer and also make it loyal.
You are the professional who can bridge the gap between what customers want and what your business can offer.
Check out some tips to make your service even better and go home with the satisfaction of accomplishment.
Enjoy technology to exceed expectations.
Explore the functionalities that service software offers at your fingertips: knowledge base, complete customer history, service center shared with other departments, management of the resolution deadline, etc.
If you use the features appropriately, the customer may be surprised at the efficiency, agility, and care provided to solve the problem.
That way you can win the customer and even stand out in your company!
Offer the fastest solution to your customer
For good and evil we live in the internet age everywhere, at the speed where everything is “for yesterday”.
And your customer is no longer used to waiting for an answer and waiting for an immediate solution because that’s how things work today and the dynamic attendant is ready for it!
A good tool to help with this process is the customer history stored in the service software. Demonstrating that you know your customer can make all the difference.
Sincerity: transparency is key to good service
If you haven’t understood the client’s situation or proposition, be sincere and ask the story to be repeated.
It is best to be very attentive, but if the person on the other side has not been very objective, it is important that everything is clear so that there is no misunderstanding.
Still in the question of sincerity, the employer must recognize when the solution of the problem is not so fast or easy and it is impossible to consult someone at that moment.
You should always look for a solution and return as soon as possible with a response.
Calm: the solution should come without major stresses
Not all customers / users will be in a good mood or educated, in fact if they are upset because of a problem that the company caused them, there is no way to get the reason of a dissatisfied.
It’s up to you to act calmly and always be patient, to provide good service, but never tolerate a lack of respect (read this chat about dealing with aggressive customers in the support).
Proper communication for good customer service is not just about using the right words or applying a grammar of excellence (though essential details), but about speaking the customer’s language at its various times and circumstances.
- Words or technical expressions to people with little degree of instruction on the subject;
- Do not cut the pronunciation of words: be clear;
- Avoid transmitting uncertainty;
- Intimate treatments;
- Diminutives, gerunds, slang and regionalisms;
Do not make promises you can’t keep
This is a motto for any circumstance, especially when it comes to complaints.
The client wants his problem solved and all he wants least is to have false expectations. Through the service software, you can set a return time for it based on the type of occurrence versus time resolution already recorded in the database.
So do your best, anchor yourself in the support tool you use and do not promise what you can’t keep.
Answer the customer in a timely manner and make yourself available for the next steps.
This tip is worth both the first contact made by the client – using the resources already mentioned – as in later returns.
In the latter case, you can create alerts in the system to warn you about the status of the situation or when the deadline is close to expiration, so you can follow the process and comply with the agreement
To deal with the large volume of calls is essential to have the best technology as an ally of your work.
By mastering it, knowing how to use it in your favor and the people you serve, you will have many growth opportunities in your company and will be recognized for efficiency and competence.
If your company does not already have Milldesk, one of the best Help desk / Service desk management software on the market, it’s easy to talk to your manager and start using today the system that is revolutionizing customer service in many companies. Try it!.
23 de March de 2016 in Blog, knowledge, Satisfaction, Software
We begin this chat with an inconvenient truth, but real: a lengthy service with a high waiting time and badly done can cause irreversible damage to the company’s image.Stop making your customers and users waste time!
We begin this chat with an inconvenient truth, but real: a lengthy service with a high waiting time and badly done can cause irreversible damage to the company’s image.
We live in days of speed everything is for yesterday… People are increasingly busy full of professional and social commitments, never the expression “time is money” made as much sense as today.
Customers are not interested in the internal processes of enterprises in their limitations and much less on your goals, just want to satisfy a particular need and want their objectives barriers or other redundant activities.
But how much time should devote to each customer? What is adequate time for service? How to win more agility in the service?
We invite you to see some considerations:
The correct time of service.
For most of us, time is the most precious and the scarcest. How often we forget that the same goes for our customers and users, with many daily tasks?
Perhaps this is why the reduction of waiting times is one of the most valued factors by customers. They do not want to spend more time in a call that is strictly necessary and always appreciate the nimble and quick service.
Many customers complain about the service of some companies because of the waiting time to receive an answer, the inefficiency of operators and bureaucracy in solving problems.
For the customer, everything needs to be fast and simple like a flash. Search this agility and simplicity in service should be the focus of the managers of the area.
Even, is not difficult to find web sites of customer complaints not only by poor service, but also for the lost time that are submitted with those annoying little songs and almost endless.
Ok, depending on the incident, problem or request no matter how keen is the support will not always be possible to meet as fast and efficient as one would like…
Since many times the solution depends on other sectors and factors, there remains to demonstrate to the professional to treat the customer with courtesy and attention as not always the company will have a second chance to make a good impression.
Consumers should never leave the company with the impression that he as poorly attended. This is because as we know, a person can tell his experience negative (or positive) to several others that will tell others and so on.
If there is the possibility of offering compensation for waiting, delay (a discount, toast, extra service, etc.), here’s a way to score points with the user.
But what is the appropriate time for a service that lets customers satisfied? Obviously there isn’t an explicit rule, each case is different.
The great thing is never leave a person waiting especially if the service you are doing has no relation to the subject that the customer will handle.
For those who wait a minute listening to an annoying jingle of elevator becomes an eternity. There are people waiting two minutes, and then are able to tell they waited for more than ten, however, after being initially met, the person looks calmer.
Again: It is up to support professional to devote the necessary time to listen to him and seek the solution to their purchase requisitions.
You should also think that depending on the features of your product or service, will be needed some explanations, recommendations that require more time, patience, but as always depend on each customer in concrete and its case.
Haste the solution should not be the same time to listen to the customer for two reasons: the attendant need to have clear understanding of the issue and the customer needs to feel that you are being served with dedication.
Listen to attention are the main actions. Ask questions and give close attention to responses is essential. The redirection should be avoided to the maximum. Again, training is essential in this case.
Use technology to reduce waiting times.
Good support professionals can accomplish great things when well trained, valued, etc., but they don’t make miracles. The technology should also make life easier, both customers and professional customers.
A good help desk software can make a big difference and so is investment in the company’s reputation and not a cost. Costly it is losing a customer because of poor service.
One of the great tools of a good help desk system is the knowledge base that can be a great ally in time to meet the user with flexibility.
Assists without a doubt to optimize the provision of its services and also increase the productivity of your technicians is through a knowledge base of several known problems that the company has passed and solutions for operational processes.
The main objective of the knowledge base is to obtain and retain the experience acquired by the technicians of the organization and has other advantages which we list for you:
- Shared Knowledge: Once knowledge is shared, all your technicians have access to information and possible resolutions of problems and solutions that occur in the organization.
- Service speed: The time to resolve certain incident (if it’s at knowledge base) will be much faster, considering it was analyzed, studied and resolved.
- Service standardization: As knowledge is shared, all the technicians can do the same to resolve the incidents reported by the users.
- Optimization of the entire team learning: When entering new experiences and knowledge all the staff can improve their knowledge in their respective areas and therefore be more productive.
And the knowledge base can also be made available to your customers / users and will be of great value to them, as they may use this and find solutions and solve trivial problems at any time.
Enough to let your customers waiting the quality of support is compromised signal, promotes feeling of well-being and trust and made correct and efficient manner will cause consumers to recommend the services of your company. Think about it!
03 de March de 2016 in Blog, Career, Help Desk, Satisfaction, Software
You do not need large research to know that with the advancement of technology and customer profile change, organizations need to seek innovations constantly.
On the one hand the need to provide a difference in the products or services is a must for all companies that aspire to become players in their markets, on the other hand, in a certain way the products and services that have equaled, being that the quality is basically the same (there are of course exceptions), delivery times, budgets, match between the various competitors.
Companies need more persuasive marketing strategies to increase their competitiveness and achieve greater number of customers. But then what defines the customer decision on whether or not to buy a product or service? The support / service offered.
It uses pre service to set their choice, and post purchase as one of the key differentiators to indicate or even keep as a customer.
It is very true that it takes the involvement of all the other sectors, which somehow has communication with the costumer, since there are permanently needs of changes in internal processes to enhance and improve customer service.
Investment in cultural changes, exchange of information, suggestions and accept customer complaints instead of searching for the guilty are the good practice for the first step on the road in search of improvements.
The changes of the globalized world determined the great demand that is currently in customer service. Companies need to adopt a new way of looking, thinking and acting in the current market to ensure its customers and generate sustainable business.
We are facing transformation demands that require immediate adaptations of team management, knowledge about the new profile of professionals to adaptations to obsolete practices of interpersonal relationships that often hinder success in customer service.
It is time to review the position that sees support industry as a cost center and come to see this important sector as a center of benefit.
And that includes everything from the correct hiring professionals, motivation, training and working tools appropriate for you to practice his perfectly as a good help software / service desk.
But despite the undoubted benefits, many companies still insist on wasting the potential of this sector, incurring errors that could be avoided. Follow some of the most common mistakes in time to get a help desk tool that can help define the face of your company to the market.
Conform with the technology of the past:
There was a time when internal systems were the most chosen by support centers, even the smartest managers ended up opting for its own system when he was given the option.
But online systems has been touring a long way since then and now many are superior to their own, internal systems. So why settle for the past technology when you can take advantage of the latest technology with best practices at substantially reduced costs?
Hiring a software that does not provide a good user experience
Consider maximized usability of the software. This approach not only reduces the level of customer frustration, but also increases agent efficiency.
Underestimating the power of cloud applications
Software as a service (SaaS) is now the famous “faster, better and cheaper; do more with less “and has been fulfilling its purpose.
The improvements in associated infrastructure solved the downtime and time scheduling problems that plagued the SaaS solutions, making them the favorite delivery method for the customer relationship management (CRM), marketing automation and customer support.
The cloud-based solutions have many benefits over solutions “native” or local, among these we highlight the simple and inexpensive implementation, access to data anywhere, even on mobile devices, zero cost hardware or maintenance, reducing problems data security, product updates without interruption and affordable, according to the use.
Use any Help Desk management system, with little regard for best practice
Finally a correct use of the help desk management software not only reduce costs, but done with well trained and motivated professionals, increases satisfaction and may even build customer loyalty.
The Milldesk system was designed to comply with ITIL requirements. The software for help desk has several management reports to measure the results, and functional SLA, service catalogs, satisfaction survey and many other features.
The words of one of the many satisfied customers with Milldesk: “The system can be complete and simple at the same time, providing managers, technicians and users a comprehensive view of how is the IT infrastructure of companies.”
Do not make the mistake of using any support software, meet Milldesk and surprise yourself!
11 de December de 2015 in Help Desk, How to, ITIL, Productivity, Satisfaction, Software
Managing a call center requires skill and a good knowledge of the area metrics. But after all, which even are the key performance indicators (KPIs) that any manager must know, even?
In a quick list, we can say that these are six basic indicators (at the least).
And we’re not talking about complex metrics, but simple actions you can take to make sure you have a real-time view of the success of your team:
Know your customer satisfaction score: For each customer satisfaction score, there is always a key indicator of performance. Create a list of information per company, manager or process to obtain the most accurate picture of your customer satisfaction, noting the areas that are in need of improvement.
Think about your level of service: Next, you need to clearly define your ideal level of service. From this baseline, you can question any shift in customer satisfaction.
Note the problems of yesterday to spot trends: The key performance indicators here are dropout rates, average waiting times and adherence. By looking at your past issues you can see if there are trends in changes in the types of calls you are getting and how its agents are dealing with them.
Using these data can also allow you to make sure that the team is properly closing the incidents. If on the other hand changes occur in the types of the tickets, this data can help you focus on these areas and reprioritize.
Review the session support to better understand your customer’s needs: To analyze the patterns of records issued the day before, you will have to observe the changes in the types of incoming tickets and how well agents are operating these tickets.
To hear the first calls of the day you will have a few tips, say, fresh on customer needs. What are the most common problems and what is the approach of the agents?
Follow the team: Another tip is to track your team this will give you a moral sense of team and the qualitative state support.
Any comments and techniques that make your team the most successful members are the key performance indicators.
Know where your team has quality and where you can improve: Finally, your overall assessment should identify the level at which the team is successful or needs improvement.
In this case, the key performance indicator is a quality score of two parts, divided between the business impact and the impact on the customer.
Like all businesses operate in different ways, it is important that as service manager / help desk you set your KPI according to specific strengths and weaknesses, track your performance and set realistic benchmarks for the future.
To ensure that you understand what these metrics really mean and how they impact your center means that you are on track to achieve this goal.